# Freshservice

Freshservice is a cloud-based IT service management (ITSM) solution with incident management, asset management, and IT service automation capabilities

- **Category:** customer support
- **Auth:** API_KEY
- **Composio Managed App Available?** N/A
- **Tools:** 9
- **Triggers:** 0
- **Slug:** `FRESHSERVICE`
- **Version:** 20260312_00

## Tools

### Bulk Update Tickets

**Slug:** `FRESHSERVICE_BULK_UPDATE_TICKETS`

Tool to bulk update multiple Freshservice tickets by sequential update calls. Use when you need to update fields across many tickets in absence of a native bulk API.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `ids` | array | Yes | List of Freshservice ticket IDs to update |
| `update_fields` | object | Yes | Dictionary of ticket fields to update. Allowed keys include 'subject', 'description', 'status', 'priority', 'responder_id', 'group_id', 'type', 'tags', 'custom_fields', etc. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### Create Service Request

**Slug:** `FRESHSERVICE_CREATE_SERVICE_REQUEST`

Create a service request for a catalog item in Freshservice using the v2 API. The catalog item display_id can be found in Admin > Service Catalog by clicking on an item and checking the URL (e.g., /service_catalog/items/1 means display_id=1).

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `email` | string | No | Email address of the requester. If not provided, the authenticated user is used. |
| `quantity` | integer | No | Quantity of the catalog item to request. Defaults to 1 if not specified. |
| `custom_fields` | object | No | Custom field values for the service item form. Keys are the custom field names. |
| `item_display_id` | integer | Yes | Display ID of the catalog item to request. Find it in Admin > Service Catalog > Item URL. |
| `parent_ticket_id` | integer | No | Display ID of the parent ticket when creating as a child service request. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### Create Ticket

**Slug:** `FRESHSERVICE_CREATE_TICKET`

Tool to create a new ticket. Use when you need to log an incident or service request.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `name` | string | No | Name of the requester (creates new contact if not found) |
| `type` | string ("Incident" | "Service Request") | No | Enum for Freshservice ticket type values. |
| `email` | string | No | Email address of the requester. Provide either requester_id or email |
| `impact` | string ("low" | "medium" | "high") | No | Enum for Freshservice ticket impact values. |
| `source` | string ("email" | "portal" | "phone" | "chat" | "twitter" | "facebook") | No | Enum for Freshservice ticket source values. |
| `status` | string ("open" | "pending" | "resolved" | "closed") | Yes | Status of the ticket. |
| `subject` | string | Yes | Subject of the ticket |
| `urgency` | string ("low" | "medium" | "high" | "critical") | No | Enum for Freshservice ticket urgency values. |
| `priority` | string ("low" | "medium" | "high" | "urgent") | Yes | Priority of the ticket. |
| `cc_emails` | array | No | CC email addresses for outbound email tickets |
| `description` | string | Yes | HTML description of the ticket |
| `requester_id` | integer | No | User ID of the requester. Provide either requester_id or email |
| `email_config_id` | integer | No | Email config ID for outbound email ticket creation |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### Get Problem Form Fields by Workspace

**Slug:** `FRESHSERVICE_GET_PROBLEM_FORM_FIELDS_BY_WORKSPACE`

Tool to list problem form fields. Use when you need to retrieve the form fields available for problems in a specific workspace.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `workspace_id` | integer | No | ID of the workspace to list problem form fields for. If omitted, returns global and primary workspace fields. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### List Release Form Fields

**Slug:** `FRESHSERVICE_GET_RELEASE_FORM_FIELDS`

Tool to list release form fields metadata. Use when you need to fetch release field definitions before building or validating release forms.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `workspace_id` | integer | No | Filter fields for a specific workspace. By default only global fields and primary workspace fields are returned in Employee Support Mode. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### Get Freshservice Ticket

**Slug:** `FRESHSERVICE_GET_TICKET`

Tool to retrieve detailed information about a specific ticket by ID. Use when you need to get full details of a ticket including its status, priority, requester, and other attributes.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `include` | string | No | Comma-separated list of additional fields to include (e.g., 'requester', 'stats', 'description', 'conversations', 'assets'). Each include consumes additional credits. |
| `ticket_id` | integer | Yes | The unique ID or display_id of the ticket to retrieve |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### List Freshservice Locations

**Slug:** `FRESHSERVICE_LIST_LOCATIONS`

Tool to list all locations in Freshservice. Use when you need to retrieve paginated location data.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `page` | integer | No | Page number for pagination (1-indexed; must be >=1) |
| `per_page` | integer | No | Number of locations per page (must be between 1 and 100) |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### List Service Catalog Items

**Slug:** `FRESHSERVICE_LIST_SERVICE_CATALOG_ITEMS`

Tool to list all service catalog items in Freshservice. Use when you need to discover available catalog items and their display_ids before creating service requests.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `page` | integer | No | Page number for pagination (1-indexed; must be >=1) |
| `per_page` | integer | No | Number of items per page (must be between 1 and 100) |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### List Freshservice Tickets

**Slug:** `FRESHSERVICE_LIST_TICKETS`

Tool to list all tickets in Freshservice with optional filtering and pagination. Use when you need to retrieve ticket IDs or search for tickets. By default only tickets created within the past 30 days are returned; use updated_since for older tickets.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `page` | integer | No | Page number for pagination (1-indexed; must be >=1) |
| `filter` | string ("all_tickets" | "deleted" | "spam" | "watching") | No | Filter tickets by predefined criteria. |
| `include` | string | No | Comma-separated list of additional fields to include (e.g., 'requester', 'stats', 'description', 'conversations', 'assets'). Each include consumes additional credits. |
| `order_by` | string | No | Field to sort by (e.g., 'created_at', 'updated_at', 'status', 'priority') |
| `per_page` | integer | No | Number of tickets per page (must be between 1 and 100, default 30) |
| `order_type` | string ("asc" | "desc") | No | Sort order: 'asc' for ascending or 'desc' for descending. |
| `updated_since` | string | No | Timestamp to get tickets updated after this time (ISO 8601 format, e.g., '2026-01-01T00:00:00Z'). By default only tickets created within the past 30 days are returned. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |